B.3.5 CompTIA A+ 220-1101 (Core 1) Domain 5: Hardware and Network Troubleshooting
A clicking noise in your computer has now evolved into a grinding noise. In addition, you are beginning to see frequent error messages while running software, and your computer occasionally freezes. What is the MOST likely cause of these issues? Answer A failing hard drive A failing video card A failing internal fan A failing RAM card
A failing hard drive
While trying to use a projector for a presentation, you receive an error that states, "No signal detected." What is the MOST likely cause of this error? Answer Weak remote control batteries A burnt-out bulb A loose HDMI cable Obstructed air vents on the projector
A loose HDMI cable
A company executive has just bought a new Android mobile device. She wants you to help her make sure that it is protected from malware threats. Which of the following statements are true in regards to protecting Android devices? (Select two.) Answer Any Android antivirus app is about as effective as any other. Android mobile devices, like iOS devices, are not susceptible to malware threats. Android operating system updates are sufficient to protect against malware threats. Antivirus apps are available for purchase from Android app stores. App reviews and ratings help you choose an effective antivirus app.
Antivirus apps are available for purchase from Android app stores. App reviews and ratings help you choose an effective antivirus app.
A technician suspects that data is being leaked from a tablet. Which of the following is the BEST tool to troubleshoot this issue? Answer Force stop Anti-malware Wi-Fi analyzer App scanner
App scanner
While running a graphics editing program on your Windows workstation, a screen suddenly pops up with an error message warning. You note the error message, but the only way to continue working is to reboot your system. What is this type of error screen called? Answer SPoD HVAC POST BSoD
BSoD
The stapler cartridge in your printer is jammed. After removing the cartridge, what is the NEXT step to resolve the issue? Answer Reinsert the current stapler cartridge in the slot and try printing again. Replace the stapler cartridge with a new cartridge. Carefully remove any staples lodged in the opening. Pry or bend the staples lodged in the opening to remove them.
Carefully remove any staples lodged in the opening.
Lately, your laptop shuts down before it reaches the 5% set in your Windows Power Scheme. You suspect that the power meter is incorrectly reporting the battery power level. You want to calibrate the battery to synchronize the power meter to the actual battery charge capacity. However, the laptop system does not include a calibration tool. You decide to perform a manual calibration. Which of the following is the first step you need to take when manually calibrating the battery? Answer Charge the battery to 100%. Replace the battery with a known good battery. Unplug the laptop and run it until it reaches a level below 3%. Change the power settings to prevent an automatic shutdown.
Charge the battery to 100%.
Vera has brought her laptop computer to you for repair. After listening to her describe its symptoms, you decide that the laptop may have a malfunctioning keyboard. Which of the following steps can you take to BEST determine whether the keyboard needs to be replaced? (Select two.) Answer Check for special keyboard features that could be enabled that may cause some keys to perform alternate tasks. Check for cracks in the power bundles that go from the keyboard to the motherboard. Use Device Manager to make sure that the correct keyboard driver is installed and up to date. Recalibrate the keyboard's pressure sensors. Connect an external keyboard.
Check for special keyboard features that could be enabled that may cause some keys to perform alternate tasks Connect an external keyboard.
A customer complains that a recently purchased monitor no longer displays a picture. You verify that the monitor is powered on and that the video cable is securely fastened to the video port. Which of the following actions is the BEST to take next? Answer Return the monitor to the manufacturer. Unload and then reload the video card's software driver. Check the brightness and contrast settings using the monitor's controls. Open the computer and switch the video card to a different slot.
Check the brightness and contrast settings using the monitor's controls.
One of your customers is still using an old dot matrix printer. While printing, the customer notices that the text is light or faint. You installed a new printhead, but the document printing is still faint. Which of the following should you do to troubleshoot the cause? Answer Check the toner levels. Initialize the ribbon. Install a maintenance kit. Check the gap between the printhead and paper.
Check the gap between the printhead and paper.
When booting your workstation, you hear a series of audible beeps, and the system locks up. What is the FIRST step you should take when troubleshooting this issue? Answer Check the motherboard documentation for POST errors. Replace the motherboard battery. Check for dust buildup inside the case. Disconnect non-essential peripherals and try to reboot.
Check the motherboard documentation for POST errors.
Joe has been issued a company-owned tablet. He finds that the performance decreases after a few hours of use. After he power-cycles the tablet, performance returns, but the tablet begins to slow again after an hour of use. Which of the following is the BEST action to troubleshoot the problem? Answer Disable wireless networking. Check the number of apps that are running. Replace the tablet battery. Reset the tablet to factory defaults.
Check the number of apps that are running.
You have just installed a new video card in a user's Windows workstation. When the system is powered on, the screen is blank. You have checked the video cable and verified that it is installed correctly. What should you do next? Answer Check the video driver version and update it if necessary. Check to make sure that the video card is correctly installed on the system board. Install a new monitor. Replace the video cable.
Check to make sure that the video card is correctly installed on the system board.
You are currently running a video editing application on your Windows 11 laptop. The laptop includes both an SSD drive and a traditional hard drive. You run the video application on the hard drive, but you would like to install and run the app from the SSD drive to enhance performance speed. Which of the following should you do to protect the video application and associated data files from drive failure when you move them to the SSD drive? Answer Configure an automatic backup to the hard disk drive. Defragment the SSD drive on a regular basis. Encrypt the data on the SSD drive. Enable the TRIM functionality.
Configure an automatic backup to the hard disk drive.
Which of the following is the surest way to prevent the loss of important information on your mobile device if it is lost, stolen, destroyed, or there is a natural disaster? Answer Configure your device to back up important data to your personal computer. Only use apps, such as email apps, that store data on the app provider's servers. Configure your device to remotely back up important data to the cloud. Don't put important information on your mobile device.
Configure your device to remotely back up important data to the cloud.
You have just connected a new computer to your local network. The network uses static IP addressing. You find that the computer can communicate with hosts on the same subnet, but not with hosts on a different subnet. No other computers are having problems. Which of the configuration values would you most likely need to change? Answer Default gateway DNS server IP address Subnet mask
Default gateway
You are a first-line desktop support technician. A user reports that he cannot access several network files. After some investigation, you determine that the problem is with a network server. Which of the following actions should you perform next? Answer Create an action plan. Document the problem. Determine if escalation is needed. Fix the problem.
Determine if escalation is needed.
After several new computers are connected to a network device, every computer connected to the device begins to experience slow transfer speeds. Which of the following is the FIRST step to troubleshoot this problem? Answer Use a loopback plug to determine whether each port on the network device is good. Use a loopback plug to determine whether the NIC in each computer is good. Determine whether the network device is a hub or a switch. Use a cable tester to determine whether all cables between each computer and the device are good.
Determine whether the network device is a hub or a switch.
You notice that your applications are loading and running slowly when you switch between them. You also notice that your hard disk drive light is constantly lit. Which of the following is MOST likely the cause of these issues? Answer Lack of application compatibility with new operating system Application resolution non-compatibility Disk thrashing Application system requirement issues
Disk thrashing
A customer who uses a Windows computer purchased an Inkjet printer from your store. He recently called to complain that the colors in the photos he prints on his new printer do not match the colors in the original photos. Which of the following actions will MOST likely resolve the issue? (Select two.) Answer Use Driver Rollback to restore an earlier version of the printer driver. Use the Color Management tab of the printer driver to calibrate the driver's color settings. Instruct the customer to upgrade to a color laser printer. Download and install the latest printer drivers. Educate the customer on the limitations of Inkjet printers. Run the Windows FIXCOLR utility to automatically calibrate the driver's color settings.
Download and install the latest printer drivers. Use the Color Management tab of the printer driver to calibrate the driver's color settings.
When you turn on your workstation, you immediately hear a grinding noise coming from inside the computer case. Which of the following are the MOST likely causes of this noise? Answer A connector that is not seated properly. A POST test error message. An uneven case surface that causes fan blade and motor noise. A video card that is failing. Dust buildup that needs to be cleaned.
Dust buildup that needs to be cleaned. An uneven case surface that causes fan blade and motor noise.
A user sends a print job to a network printer, and it prints page after page of random characters. He calls the help desk, and a technician discovers that the wrong printer driver had been loaded on the user's workstation. The technician loads the correct driver, verifies that the system works correctly, and documents the resolution. Which of the following actions should the technician perform next? Answer Write an email to the user's supervisor and insist that he train his employees on how to use the network printer. Disable the network printer until users learn to use the correct drivers. Upgrade to a newer printer that uses embedded drivers. Educate the user as to how the problem was resolved and verify that they are satisfied with the results. Formally close the incident in any job tracking tool.
Educate the user as to how the problem was resolved and verify that they are satisfied with the results.
When you print from your laser printer, the paper contains faint images from previous printouts. Which of the following components is MOST likely the cause? (Select two.) Answer Transfer roller Secondary corona wire Fluorescent lamp Rubber scraper Primary corona wire
Fluorescent lamp Rubber scraper
After removing the printed paper from your laser printer, the toner smudges and can be wiped off in places. Which of the following printer components is MOST likely causing the problem? Answer Primary corona Print drum Secondary corona Fuser rollers
Fuser rollers
One of the employees in your company calls and complains that text printed on the laser printer smudges easily and is staining hands and cloths. Which of the following printer components (if adjusted or replaced) would BEST fix the printer? Answer Photoreceptor drum Toner hopper Laser Fuser unit OPC drum
Fuser unit
As an IT technician for your company, you are in the process of setting up several servers in your network. During the process, one of the servers was misconfigured and is having trouble synchronizing information with the other servers. Which of the following is the BEST next step? Answer Create a hypothesis. Implement the fix. Gather information. Determine the appropriate fix. Identify what has changed.
Gather information.
After arriving in a new city, a sales team member calls you, stating that his wireless connection no longer works. He has checked the wireless configuration, and he knows it to be correct because it was working yesterday. Which of the following is the FIRST step you should tell the employee to take to resolve the issue? Answer Have the user update the drivers for the wireless card. Have the user purchase a USB wireless card to use until you can check the problem yourself. Have the user manually configure the wireless card to use only 802.11b. Have the use verify that the wireless card's hardware switch is in the On position.
Have the use verify that the wireless card's hardware switch is in the On position.
You are assisting an employee with rebooting a frozen laptop that does not respond to keystrokes or mouse clicks. Which of the following is the SIMPLEST way to power down the laptop? Answer Hold down the power button for several seconds. Disconnect the power adapter. Press Ctl + Alt + Del and open the Task Manager. Remove the battery.
Hold down the power button for several seconds.
You are responsible for managing client workstations for your company. A frantic user calls you one morning exclaiming, "Nothing is working!" Which of the following actions should you perform FIRST? Answer Find out what has changed. Back up the system. Establish a theory. Establish a plan of action. Identify the problem.
Identify the problem.
Why is it important to have your mobile device charger plugged in while it is receiving an operating system update? Answer If the battery dies during the update, the operating system could become corrupted. The device must be connected to and charging from a computer so the update can be performed from the App Store. It is not important for the charger to be plugged in, since the update can be received wirelessly. Downloads run faster when the charger is plugged in.
If the battery dies during the update, the operating system could become corrupted.
You manage a network that has multiple internal subnets. You connect a workstation to the 192.168.1.0 subnet using the default subnet mask. This workstation can communicate with some hosts on the private network, but not with other hosts. You run ipconfig /all and see the following: Ethernet adapter Local Area Connection: Connection-specific DNS Suffix . : mydomain.local Description . . . . . . . : Broadcom network adapter Physical Address. . . . . . : 00-AA-BB-CC-74-EF DHCP Enabled . . . . . . . : No Autoconfiguration Enabled. . . : Yes IPv4 Address . . . . . . . : 192.168.1.102(Preferred) Subnet Mask . . . . . . . : 255.255.255.0 Default Gateway. . . . . . . . . : 192.168.2.1 DNS Servers. . . . . . . . . . . : 192.168.2.20 Which of the following is the MOST likely cause of the problem? Incorrect default gateway Incorrect DNS server address Incorrect IP address Incorrect subnet mask
Incorrect default gateway
You manage a network that has multiple internal subnets. You connect a workstation to the 192.168.1.0 subnet, which uses the default subnet mask. This workstation can communicate with some hosts on the private network, but not with other hosts. You run ipconfig /all and see the following: Ethernet adapter Local Area Connection: Connection-specific DNS Suffix . : mydomain.local Description . . . . . . . : Broadcom network adapter Physical Address. . . . . . : 00-AA-BB-CC-74-EF DHCP Enabled . . . . . . . : No Autoconfiguration Enabled. . . : Yes IPv4 Address . . . . . . . : 192.168.1.102(Preferred) Subnet Mask. . . . . . . . : 255.255.0.0 Default Gateway . . . . . . : 192.168.1.1 DNS Servers . . . . . . . : 192.168.1.20 192.168.1.27 Which of the following is the MOST likely cause of the problem? Answer Incorrect DNS server address Incorrect IP address Incorrect subnet mask Incorrect default gateway
Incorrect subnet mask
A user has created a complex spreadsheet on her workstation containing many graphs and charts. She sent the document to an older network laser printer that is shared by everyone in her department. When she picks up the print job, only the top half of each page is printed, and the bottom half is blank. Which of the following will MOST likely rectify this issue? Answer Install additional memory in her workstation. Install additional memory in the printer. Instruct her to avoid sending complex print jobs to the printer. Update the printer driver on her workstation. Ask the network administrator to increase the speed of the network link in her department.
Install additional memory in the printer.
You notice that your applications are loading and running slowly when you switch between them. You also notice that your hard disk drive light is constantly lit. Which of the following is the BEST option to stop this problem from happening frequently on your system? Answer Install more physical RAM. Install a larger CPU. Configure a larger paging file on the HHD. Reboot the system at the first indication of the problem.
Install more physical RAM.
Which of the following projector issues would MOST likely be caused by poor air flow through dirty vents in the projector? Answer Fuzzy display images A dim display Intermittent shutdowns Audio out of sync with video
Intermittent shutdowns
Which of the following is a benefit of good documentation? Answer It eliminates the need to troubleshoot problems. It saves time and money in troubleshooting problems. It reduces hardware replacement requirements. It reduces hardware maintenance.
It saves time and money in troubleshooting problems.
Which of the following issues causes variations in the latency of VoIP packets? Answer Port flapping Half duplex Jitter QoS
Jitter
A technician is troubleshooting a computer that doesn't start up correctly. Which of the following could the technician use to troubleshoot the computer? Answer Tone generator and probe 3-prong parts retriever Known good spares Loopback plug
Known good spares
Which of the following is the MOST likely symptom of a dirty drum or roller in a laser printer? Answer A vertical black or white stripe on the print job. Lines or speckles repeated at regular intervals on the print job. Missing lines on the print job. A faint image on the print job.
Lines or speckles repeated at regular intervals on the print job.
You have recently purchased a 3D resin printer. After printing out a few 3D objects, the printer begins producing grinding noises. What is the MOST likely cause of the issue? AnswerAn out-of-alignment printer drum Blockage in the printer drum Misaligned printer head Loose printer screws
Loose printer screws
You are a system administrator for a financial institution. Most of your employees work at home and have various work environments. One of your account managers is complaining that customer data is disappearing from her account management application. She insists that she saves data regularly and has not had a problem until recently. Her workstation has both a solid-state drive (SSD) and a traditional hard drive. She runs the application from the SSD drive, but stores the customer data on the hard drive. She has recently moved her desk to a room in her house that is used for entertainment. The room has a sound system with several installed speakers for surround sound. Which of the following types of interference might be causing the issue with disappearing customer data? Answer Negative pressure HVAC system Electromagnetic interference (EMI) Magnetic fields Radio frequency interference (RFI)
Magnetic fields
Several of your employees are experiencing limited connectivity issues when trying to access some websites on the internet from their workstations. However, they can access the local company network without any problems. You have already tried using the ip and ipconfig commands to determine that the websites can be reached and that the IP information on the workstations is configured properly. You know that the connection to your internet service provider is working properly as well. What should you do next? Answer Verify that the workstations' DNS server information is correct. Incorrect answer: Check for port flapping on the network switch. Replace the workstations' network cables. Make sure that the DNS server is functioning properly.
Make sure that the DNS server is functioning properly.
An employee complains that their LCD notebook display has started to go dim intermittently. You suspect the backlight might need to be replaced, but you want verify that the backlight is failing before you replace it. You have already checked the power adapter cord to make sure it is plugged in securely. Which of the following would be BEST to check next before replacing the backlight? Answer Make sure that the dimming isn't being caused by a power saving method that has been configured to conserve notebook power. Check for cracks in the power bundles that go from the laptop to the display. Check the display inverter connections. Make sure the battery is still able to hold a charge. Make sure the power adapter cords are plugged in securely.
Make sure that the dimming isn't being caused by a power saving method that has been configured to conserve notebook power.
You're trying to connect a new USB device to your computer. You install the driver and then connect the device to an open USB port. The device does not work. Which of the following troubleshooting steps is the BEST to try first? Answer Replace the USB device. Install a new USB controller card. Make sure the USB device is plugged in properly. Try a different USB cable.
Make sure the USB device is plugged in properly.
You are in the process of configuring a new computer. The motherboard has four memory slots and supports dual-channel memory. You install two memory modules. When you boot the computer, the BIOS recognizes both modules, but the memory is not configured to run in dual-channel mode. What should you do to resolve the issue? Answer Change the CAS latency to a higher setting. Add continuity modules to unused memory slots. Move the modules to the correct motherboard slots. Replace the memory with dual-channel capable memory.
Move the modules to the correct motherboard slots.
You have just installed a wireless network, but the network is experiencing slow speeds, especially when accessing the internet from your workstation. Which action should you try FIRST to resolve the issue? Answer Move your workstation closer to the wireless access point. Add a network extender. Reset your wireless router to the factory defaults. Move the wireless access point.
Move the wireless access point.
You are planning on taking your laptop with you on a business trip. You currently have an ExpressCard card installed in the laptop. Which of the following are precautions you should take when transporting your laptop? (Select two.) Answer Place extra padding around the exposed part of the ExpressCard. Configure the laptop Power Options properly. Place the laptop in a properly padded case. Remove the ExpressCard from the laptop slot. Place an ice pack in the laptop case to keep the laptop from overheating.
Place the laptop in a properly padded case. Remove the ExpressCard from the laptop slot.
After using your LCD monitor for about three months, you notice a small black dot in one area of the screen. Regardless of what is shown on the monitor, the dot remains the same color and in the same location. Which of the following is the BEST method for removing the black dot from the monitor? Answer Apply a heated cloth enclosed in a bag to the dead pixel. Purchase a new monitor. Apply pointed pressure and rub the dead pixel. Play a video designed to fix dead pixels.
Play a video designed to fix dead pixels.
You are troubleshooting a malfunctioning laptop computer. Nothing appears on the LED display when the system is powered on. Which of the following is the BEST step to try first? Answer Replace the motherboard. Replace the video card. Plug in an external monitor. Calibrate the battery.
Plug in an external monitor.
Which of the following is a common cause for high latency issues on a network? Answer Malware A bad switch or router Port flapping Limited connectivity
Port flapping
You have recently purchased a gaming laptop and want to make sure that it is properly ventilated to avoid overheating. Which of the following is the BEST way to avoid overheating the laptop (especially when gaming for hours)? AnswerPurchase a special laptop cooling base. Configure Power Options to reduce power consumption. Keep all vents clear and unobstructed. Set the laptop on a hard, solid surface.
Purchase a special laptop cooling base.
Which of the following is true about RFI? Answer You can reduce RFI by using a wireless networking standard that operates in the 2.4 GHz range. RFI is caused by motors, machinery, and fluorescent lights. Unshielded twisted-pair cables and fiber optic cables can protect RFI signals. RFI is caused by nearby devices, such as cordless phones or microwave ovens.
RFI is caused by nearby devices, such as cordless phones or microwave ovens.
You are troubleshooting a laptop system that uses a digitizer pad and stylus for user input. The user has complained that tapping the stylus on the digitizer pad taps about one inch to the right of where the taps actually occur. Which of the following actions would MOST likely fix this issue? Answer Recalibrate the digitizer pad. Replace the stylus. Remove any scratches from the digitizer pad. Hold the stylus at an increased angle. Replace the digitizer pad.
Recalibrate the digitizer pad.
You have an Inkjet printer attached to the laptop computer in your home office. With a document ready to print, you select the Print option from your word processor. Unfortunately, shortly after the job has started, the printer stops printing. You turn the printer off. Which of the following actions should you perform to fix the printer? Answer Remove the jammed paper following its regular path. Remove the jammed paper from the way it entered the printer. Remove the jammed paper by restarting the printer, which automatically attempts to clear the paper jam. Remove the jammed paper by sending another file to the printer.
Remove the jammed paper following its regular path.
A technician is tasked with repairing a laptop keyboard with a sticking key. Which of the following actions should the technician perform FIRST to try and fix the issue? Answer Disable the Sticky Keys keyboard setting. Replace the keyboard. Spray cleaner on top of the key. Remove the key and clean underneath it.
Remove the key and clean underneath it.
You work for a company based in Phoenix, Arizona, which is a very hot and dry area. Several people in the research department have reported that even though their files are printing to the laser printer correctly, a much lighter copy of the same text also prints within 2 to 3 cm of the original text. Which of the following would MOST likely fix this type of ghosting image? Answer Replace the imaging drum, as it is probably at end of life. Vacuum the fuser assembly to clean off excessive ink toner. Remove the toner container and gently shake it to remove clumps from the image toner. Use a heavier weight paper to avoid paper shift.
Replace the imaging drum, as it is probably at end of life.
You are servicing a laptop that works properly when the power adapter is plugged in. Even though the battery icon shows that the battery is fully charged, when the laptop is unplugged, it immediately shuts down. Which of the following actions MOST likely resolves the issue? Answer Change the power options mode to Power Saver. Change the power options mode to Balanced. Replace the power adapter. Replace the laptop battery.
Replace the laptop battery.
When playing videos games or watching movies on your workstation, the screen sometimes freezes and displays strange colors. You suspect that your video card is causing the issues. What is the BEST solution to resolve your display issues? Answer Update the video card driver. Check the video card fan. Replace the video card. Check the video card connectors.
Replace the video card.
For the past few days, your mobile phone has stopped functioning and does not respond to touchscreen input. A soft reset no longer fixes the problem. Which of the following is the BEST step you can take to fix this problem? Answer Remove and replace the battery. Perform a force stop. Close all running apps. Reset to factory default.
Reset to factory default.
After restoring the operating system on a mobile device, the touchscreen operates unpredictably. This happens in both the default orientation or when the screen is rotated. Which of the following BEST helps you correct the problem? Answer Wi-Fi calling Virtual Assistant Screen calibration App Store
Screen calibration
You have purchased an LED monitor and connected it to the HDMI port on your computer using an HDMI cable. You configure the screen resolution to 1280 x 768 with 32-bit color. The images displayed on the screen appear to be overly large. What should you do to correct the problem? Answer Increase the hardware acceleration setting on the video driver. Use a VGA cable to connect the monitor instead of an HDMI cable. Set the display resolution to the native resolution of the monitor. Decrease the color depth of the video driver to 24-bit color. Change the screen resolution to 1280 X 720.
Set the display resolution to the native resolution of the monitor.
After receiving several complaints from the employees in your company about a laser printer, you start the troubleshooting process. After printing out a few pages, you conclude that the most probable cause is a dirty drum. Which of the following is the MOST logical reason for this conclusion? Answer Garbage characters on the page Speckles at regular intervals on the page A blank page Ghost images on the page
Speckles at regular intervals on the page
A laptop has a wired connection to a network and is configured with a static IP address. The link light on the NIC is lit, but the laptop cannot communicate with any hosts on the local network. Which of the following is the MOST likely cause of the issue? Answer The IP address conflicts with another host on the local network. The laptop is connected to a hub instead of a switch. The network settings are configured with the wrong gateway address. Packet collisions are preventing the laptop from sending or receiving network communications.
The IP address conflicts with another host on the local network.
While presenting a high-definition video through a projector, you find that the audio is not in sync with the video. What is the MOST likely cause of this issue? Answer The bulb is close to burning out. An LCD panel is dirty or damaged. The audio file is being processed faster than the video file. A VGA cable is being used to connect the computer to the projector.
The audio file is being processed faster than the video file.
Sound is not coming from the internal speaker on a tablet device, even after a user checks the volume settings and makes sure that the tablet is not muted. Which of the following is the MOST likely reason? Answer The tablet is set to Airplane Mode. The audio output is being directed to a Bluetooth speaker. Multiple apps are sending audio to the speakers. The battery needs to be charged.
The audio output is being directed to a Bluetooth speaker.
Your laser printer prints a vertical black line on every page. You change the toner cartridge, but the problem does not go away. What is the MOST likely problem? Answer The fuser assembly is damaged. The paper is poor quality. Correct Answer: The corona wire is dirty. The photosensitive drum is wearing out.
The corona wire is dirty.
Your company's graphic designers were given laptop computers several months ago. The laptops have a 500-GB SSD drive for the operating system and applications and a 1-TB hard drive for storing media files. Now, a few of the graphic designers are complaining about slow performance on their SSD drives. What is the MOST likely cause of the slow performance? Answer The SSD's firmware needs to be updated. The file system is not optimized for SSD. The designers are storing media files on the SSD drive. The SATA connection is older and has a slower transfer speed.
The designers are storing media files on the SSD drive.
An employee is trying to log in to Windows on their notebook computer. The employee enters the correct password for the user account, but the system won't let the employee authenticate, claiming the wrong password has been entered. Which of the following is MOST likely causing this problem? Answer The CPU is in Power Save mode, causing all login attempts to be denied. The employee has turned Num Lock on, causing the keyboard to register numbers instead of letters. The keyboard is malfunctioning and needs to be replaced. The employee has entered the wrong password too many times, causing Intruder Detection in Windows to lock the system. The Scroll Lock key has been pressed, locking all input from the keyboard.
The employee has turned Num Lock on, causing the keyboard to register numbers instead of letters.
You are updating the operating system on your iPad. Your iPad is connected to your computer, and you are using iTunes to install the update. Which of the following BEST describes what would happen to your iPad if you disconnect it before the operating system update is complete? Answer The update would continue wirelessly (if a wireless network is available). iTunes would pause the update process until you reconnect your iPad to your computer. Your iPad would revert to the previous version of the operating system, forcing you to start the update again from the beginning. The operating system could become corrupted.
The operating system could become corrupted.
One of your employees has called to complain about their laptop computer. The employee reports that their laptop keeps turning off automatically before the level reaches 5%. Which of the following is MOST likely causing this issue? Answer The battery is failing and needs to be replaced. The power management settings in the BIOS are not configured properly. The power management settings in Windows are not configured properly. The power meter is incorrectly reporting the available battery power.
The power meter is incorrectly reporting the available battery power.
A laptop has a wired connection to a network and is configured with a static IP address. The link light on the NIC is lit, but the laptop cannot communicate with any hosts on the local network. Which of the following is the MOST likely cause of the issue? Answer The network settings are configured with the wrong gateway address. A low RF signal is being sent from the wireless access point. The static IP address and subnet mask are configured with the wrong network address. Packet collisions are preventing the laptop from sending or receiving network communications.
The static IP address and subnet mask are configured with the wrong network address.
A user generates printouts consisting of several pages of seemingly random characters every time he prints to a network printer. The printer seems to work fine for all other users. What is the MOST likely cause of the problem? Answer The printer was shared with insufficient network privileges. The user is using an incorrect printer driver. The network cable to the printer is defective. The user's network settings are incorrect.
The user is using an incorrect printer driver.
Hannah has been working for your company for several years. Recently, she moved to a new department, which is located on a different floor. After the move, Hannah informs you that when she tries to print a Microsoft Word document (the same program she has always used), the printer on her new floor prints page after page of seemingly random characters. Which of the following is the MOST likely cause of Hannah's print problems? Answer The hard drive on the print server is corrupt. The program used to create the document has a bug. The wrong printer driver has been selected. The cable connecting the printer to the network is failing.
The wrong printer driver has been selected.
You are an IT technician for your company. One of your employees calls and tells you that every time they turn their computer on, they hear three beeps. Which of the following BEST describes the information you should relay to this employee about the beeping? Answer Three repeated beeps is a general error. There is no specific information available about what this code means. Three repeated beeps may mean different things. They need to reference the motherboard documentation. Three repeated beeps indicate that there is something wrong with the computer's memory. Three repeated beeps indicate that the keyboard has failed and needs to be replaced.
Three repeated beeps may mean different things. They need to reference the motherboard documentation.
An employee calls the help desk, stating that the touchpad on their laptop does not work. Which of the following actions would BEST help you diagnose the problem? Answer Attach an external keyboard. Attach an external mouse. Toggle the touchpad function key. Disable the touchscreen.
Toggle the touchpad function key.
In preparation to use your laptop on an airplane as you travel to a conference, you disconnected the external USB mouse. However, you notice that the cursor drifts consistently to the left side of the screen while using the built-in trackpad and mouse buttons on the notebook. Which of the following actions will MOST likely stop the mouse from drifting? Answer Update the trackpad drivers. Enable Airplane Mode. Buy a new external mouse. Disable the trackpad in Control Panel.
Update the trackpad drivers.
You are an IT technician for your company. One of the employees has a computer that continually reboots when it's powered on. He has asked you to fix it. You suspect that the power supply may be failing. Which of the following is the BEST initial step to determine whether the power supply is causing the reboots? Answer Use a multimeter to test the power supply. Verify that the fan on the power supply is spinning. Replace the power supply. Listen for POST code beeps to determine the error's cause.
Use a multimeter to test the power supply.
While changing the toner cartridge in your laser printer, you accidently spill toner in and around the printer. Which of the following is the BEST method for cleaning up the spilled toner? Answer Wipe up most of the toner using a warm, wet cloth and then vacuum. Scoop up large portions and then use a static cloth to wipe up the remaining toner. Use a household vacuum. Use an anti-static micro-filtering vacuum.
Use an anti-static micro-filtering vacuum.
For the past several days, print jobs from your Inkjet printer have been missing colors and leaving gaps. Which of the following will MOST likely resolve the problem? Answer Recalibrate the printer's color profile. Use an automatic printhead cleaning feature. Check the gap between the printhead and the paper. Add additional memory to the printer.
Use an automatic printhead cleaning feature.
Aubrey, an employee in the marketing department, has told you that when she prints to her laser printer, faint ghost-like images are being printed on her new page. As an IT administrator, you check with other employees who use the same printer and find that they are not experiencing the same problem. Which of the following would be the BEST fix for this issue? Answer Remove the toner cartridge and gently shake it to equally distribute the image toner. Use 99% isopropyl alcohol and a soft cloth to gently clean the imaging drum. Use pre-printed paper that has been printed with laser-compatible print toner. Replace the imaging drum, as it is probably at end of life.
Use pre-printed paper that has been printed with laser-compatible print toner.
An employee in the sales department cannot get his laptop to display through a projector. He sees the screen output on the built-in laptop display, but the video is not being displayed through the projector. Which of the following steps would be BEST to try first? Answer Replace the video card. Use the fn key to redirect display to the external video port. Replace the display. Add video RAM. Check the backlight setting.
Use the fn key to redirect display to the external video port.
Which of the following paper types should you not use in Inkjet printers? Answer Multi-purpose paper Paper that is not specifically marked "For Inkjet printers" Very glossy paper not specifically marked "For inkjet printers." Any colored paper
Very glossy paper not specifically marked "For inkjet printers."
You are testing a printer that you just installed by using the operator panel on the printer to print a test page. Later, you use the printer properties on your computer to print a test page. Instead of a normal test page, you receive several pages with garbled characters on them. What is the MOST likely cause of the problem? Answer Wrong toner cartridge Wrong printer driver A problem with the printer power supply or power cable Bad printer memory
Wrong printer driver
After installing a new RAM module, you boot your 64-bit system, but the display remains blank. What is the MOST likely cause of this issue? Answer You have installed a 32-bit memory module. The POST failed to recognize the new memory. The Registry is configured to write to faulty sections of RAM. You have installed a non-parity RAM on an ECC system.
You have installed a non-parity RAM on an ECC system.
Which of the following are the MOST likely signs that your computer might need more memory? (Select two.) Answer You system boots, but the display remains blank. Your system boots, but the memory count is incorrect. Your hard drive light on the system case is on for long periods of time. You receive an exception error when running a software program. Your hard drive is constantly operating as you work.
Your hard drive light on the system case is on for long periods of time. Your hard drive is constantly operating as you work.
An employee claims that they are unable to connect to the internet and has called the company's help desk for a solution. Having been assigned to this issue, you decide to first test whether or not TCP/IP is working correctly on the local computer. Which of the following is the BEST command to use for this test? Answer netstat nslookup localhost ping 127.0.0.1 ping -a localhost
ping 127.0.0.1
You have had several employees call the help desk where you work, complaining that they are not able to reach the www.widgets.com server. To help troubleshoot this issue, you decide to run a variety of commands. Which of the following commands is MOST likely to return the IP address of the desired server? Answer ipconfig widgets ipconfig www.widgets.com ipconfig /all ping www.widgets.com
ping www.widgets.com
The contrast on your projector's output is not displaying properly. In addition, the images continually flicker. What is the MOST likely cause of the projector's display problems? Answer The high-definition files are not in sync with the audio files. The wrong cable is connected to the HDMI port. A bulb is close to burning out. An outdated projector driver is in operation.
A bulb is close to burning out.
You are assisting Ann, who reports that the display on her company-issued smartphone is too dim to read in a dark room, even after she adjusts the brightness setting. Which of the following actions should you perform FIRST? (Select two.) Answer Replace the display. Close all running apps. Replace the battery. Adjust the battery saver setting. Adjust the adaptive or automatic brightness control.
Adjust the battery saver setting. Adjust the adaptive or automatic brightness control.
After working without problems for a couple of years, your computer has begun to lock up. You suspect that it is a thermal issue, but you can't find any component that is not functioning correctly. You have not replaced the CPU or installed any new devices. The CPU cooling fan and the power supply fan are working properly. The lock-ups are happening with increasing frequency. Which of the following is the MOST common condition that explains these symptoms? Answer The power supply has been switched to the wrong voltage setting. The internal temperature sensor is beginning to malfunction intermittently. An accumulation of dust has gradually built up. The BIOS has never been flashed and has gotten more and more out of date.
An accumulation of dust has gradually built up.
You have just received a frantic call from a customer. She informs you that after turning her computer on, she received the following error: The SMART hard disk check has detected an imminent failure. Which of the following is the best FIRST step to take? Answer Correct the bad areas on the drive using chkdsk. Run a reliable defragmentation tool. Back up all important data and files. Run a hard drive test to verify the hard disk's condition. (It may be a false error.)
Back up all important data and files.
You've just installed a new USB card reader on your Windows computer. Every time you perform a certain action using the card reader, you get an error message that you've never seen before. Which of the following actions should you perform FIRST? Answer Replace the card reader with a new device. Check the manufacturer's website for information about the error. Install the device on another computer. Uninstall the device and then reinstall it.
Check the manufacturer's website for information about the error.
You've just purchased 10 new notebook computers for your users. You are concerned that users will leave the notebooks on for long periods of time, which could result in display burn-in. What should you do to prevent this from happening? Answer Configure a screen saver on each computer. Increase the hardware acceleration setting on each computer. Configure each computer to automatically power off after five minutes of inactivity. Install a software utility on each computer that is designed to fix stuck pixels.
Configure a screen saver on each computer.
You suspect that the power supply in your desktop PC is failing. You want to use a multimeter to test the power supply. Which multimeter setting should you use? DC volts Watts AC volts Ohms
DC volts
You have just installed a new video card in a user's Windows workstation. When the system is powered on, the screen displays in 16 colors at 640 x 480 resolution. Which of the following will BEST resolve this problem? Answer Reboot the system in Safe Mode. Upgrade the monitor to one that supports a higher sync rate. Download and install the latest driver from the video card manufacturer's website. Verify that the system's UEFI firmware is compatible with the video card.
Download and install the latest driver from the video card manufacturer's website.
You are attempting to boot a new system. The boot fails, and the system sounds a beep code. Which of the following describes the MOST likely cause of this error? Answer The POST failed to recognize all of the memory. Either no memory is installed or the memory was not detected. Either a card/memory module is not seated properly or the system includes unsupported memory. The new memory is not compatible and was not installed and configured properly.
Either no memory is installed or the memory was not detected.
Since it has no moving parts, a CPU will usually work properly for several years. Which of the following is a common factor that might cause a CPU to fail prematurely? Answer Electromagnetic interference Magnetic field Unsupported memory modules High CPU usage Electrostatic discharge (ESD)
Electrostatic discharge (ESD)
Which type of software-generated problems can indicate that a software bug is causing a memory error? (Select three.) Answer Exception error Parity interrupt General-protection fault Incorrect memory count Page fault Registry error
Exception error General-protection fault Page fault
You are troubleshooting a malfunctioning LCD display on a notebook computer system. After confirming that the notebook is receiving AC power, you plug in an external monitor. The external monitor does not display the output from the notebook after you press the fn key to toggle the display. Which of the following is MOST likely causing this issue? Answer Failed video adapter Failed inverter Failed backlight Failed battery
Failed video adapter
While you are answering help desk calls, a field customer calls and complains that he cannot print to a workgroup laser printer. Which of the following should be the first question you ask? Answer Have you checked the cables? Have you rebooted the printer? Have you ever successfully printed to that printer? Have you rebooted and chosen safe mode?
Have you ever successfully printed to that printer?
Your monitor is displaying images in strange colors. Which of the following is MOST likely the solution to this problem? Answer Increase the amount of memory on the video card. Increase the resolution. Increase the color depth. Decrease the resolution.
Increase the color depth.
You have installed a new computer with a quad-core 64-bit processor, 6 GB of memory, and a PCIe video card with 512 MB of memory. After installing the operating system, you see less than 4 GB of memory showing as available in Windows. Which of the following actions would MOST likely correct this issue? Answer Disable the AGP aperture in the BIOS. Update the memory controller driver in Device Manager. Install a 64-bit version of the operating system. Flash the BIOS.
Install a 64-bit version of the operating system.
You have just upgraded your computer's CPU. You consulted the motherboard documentation to make sure that the CPU was compatible with the motherboard. However, when you turn the system on, it locks up shortly after startup. Which of the following are the BEST steps to try first while troubleshooting this issue? (Select two.) Answer Make sure that the power cord is plugged in and that the power supply switch is in the On position. Look for something that could be causing the new CPU to overheat. Make sure that the CPU is seated properly, oriented correctly, and locked in to the socket. Test the power supply using a multimeter. Replace the CMOS battery.
Look for something that could be causing the new CPU to overheat. Make sure that the CPU is seated properly, oriented correctly, and locked in to the socket.
You have just finished installing a new SATA hard disk in your computer. Now your SATA DVD drive does not work. Which of the following troubleshooting steps are BEST to try first? (Select two.) Answer Try the DVD drive in another system. Remove the hard disk. Make sure that the DVD SATA cable is connected. Set the DVD drive to Slave and the hard disk to Master. Make sure that the DVD power cable is connected. Replace the DVD drive.
Make sure that the DVD SATA cable is connected. Make sure that the DVD power cable is connected.
Zoey has brought her computer in for servicing. When she dropped off her computer, she mentioned that it spontaneously reboots and freezes occasionally. Which of the following is the MOST likely cause of these problems? Answer Overheated CPU Bad network card Failing drive Failed UPS
Overheated CPU
Steve, a computer technician, receives a help desk ticket for a computer that will not start. When Steve powered the computer on, there was one long and two short beeps. Which of the following programs is reporting this error condition? Answer ESP CMOS initramfs POST
POST
A user reports that her system is running slowly when saving files. You determine that you'll need to upgrade her hard disk. You identify the components that are required and schedule the repair for later that afternoon. Which of the following steps have you forgotten in your troubleshooting process? Answer Perform a backup. Create an action plan. Implement the solution. Verify system functionality.
Perform a backup.
Which pin on the power supply connector connects to the power good wire on the motherboard in order to indicate an appropriate action for the motherboard if the power disappears, quickly reappears, or does not appear at all? Answer Pin 5 Pin 2 Pin 6 Pin 8
Pin 8
Which of the following tools is specifically designed to test the DC voltage on a hard disk drive power connector? Answer Cable tester Power supply tester Toner probe Loopback plug
Power supply tester
While performing data entry on your Windows 11 laptop, your screen suddenly goes black. What can you do immediately to troubleshoot the issue without losing any data that you have entered? Answer Press Ctrl + Alt + Del Press F5 four times Press the Windows key + P four times Press Ctrl + Shift + B
Press the Windows key + P four times
Your system crashes at various times. It happens sometimes on startup, sometimes when running a software application, and sometimes when a certain group of applications is running. You suspect a malfunctioning CPU, but none of the common issues seem to be present. You have not configured overclocking. There is no overheating. The CPU is seated correctly and locked into its socket. What is the BEST step you can take to determine if the CPU is causing the system crashes? Answer Downgrade to a CPU that has fewer cores and is less demanding on your system resources. Replace the suspect CPU with a known good CPU of the same make and model. Switch to a comparable CPU from a different manufacturer. Throttle the processor to reduce the operating frequency and minimize power consumption.
Replace the suspect CPU with a known good CPU of the same make and model.
Which of the following is the FIRST thing you should do if your laptop battery appears swollen or feels hot? Answer Purchase a special laptop cooling base. Shut off the laptop and unplug it. Remove the battery. Make sure that the laptop vents are not blocked.
Shut off the laptop and unplug it.
Your laptop's LCD screen is beginning to flicker and dim. You have checked the brightness setting to make sure that it is configured correctly. Which of the following is the MOST likely cause of your screen issue? Answer The LCD screen inverter is failing. The video ribbon cable to the screen is disconnected. The LCD screen is failing. The system is configured to use an external display port.
The LCD screen inverter is failing.
For several years, your laptop's monitor has worked perfectly. However, shortly after turning on your laptop today, you notice that the dimness has increased on the screen. Which of the following is the MOST likely cause? (Select two.) Answer The brightness level was automatically reset to the default settings. The monitor's hertz rate is set too high. The monitor's inverter has gone bad. The power adapter was accidently unplugged. The monitor's resolution was automatically reset to the default settings.
The monitor's inverter has gone bad. Correct Answer: The power adapter was accidently unplugged.
When you try to boot your computer, it hangs after POST. When you access the UEFI setup program, you see that the date is several years behind, and the time is set to 12:01 a.m. Which of the following is the MOST likely cause of this behavior? Answer The motherboard battery has failed. A RAM module has become unseated from its socket. The UEFI firmware is corrupt. The UEFI firmware is outdated.
The motherboard battery has failed.
Lately, your computer has been spontaneously shutting down after only a few minutes of use. What is the likely cause? (Select two.) Answer The heat sink and fan were not installed correctly. Someone unplugged the computer without performing a proper shutdown first. The power connector for the fan was not connected to the motherboard. The CPU is not supported by the BIOS. The CPU is bad.
The power connector for the fan was not connected to the motherboard. The heat sink and fan were not installed correctly.
A user hibernates a laptop after giving a video presentation. Now, when the system resumes, the display flickers for a moment, but remains blank. You suspect a bad graphics processing unit (GPU). Which of the following troubleshooting steps should you completed? (Select two.) Answer Toggle the dual display function key. Connect an external display device. Connect an external keyboard and mouse. Connect an external USB hard drive. Replace the battery.
Toggle the dual display function key. Connect an external display device.
After starting your Apple iMAC computer, you immediately experience the Spinning Pinwheel of Death (SPoD) crash screen. Which of the following should you do FIRST to try to resolve the problem? Answer Clear the dyld cache. Try to reboot the computer. Scan the computer for viruses. Revert the system to a previous state.
Try to reboot the computer.
Your Windows 11 system powers on, but there is no image on your display. You have already checked to make sure that the monitor is connected properly to the computer, is plugged in, and is turned on. Which of the following is the BEST next step you should take to try to resolve the issue? Answer Boot the system from the installation disc and repair the system. Use System Restore from Safe Mode to select a working restore point. Verify that the BIOS/UEFI is configured to use the correct video adapter. Check the motherboard documentation for information on beeps.
Verify that the BIOS/UEFI is configured to use the correct video adapter.
You have purchased a refurbished Windows laptop and have just plugged the power adapter into the wall socket to begin charging the battery. However, after several hours of charging, the laptop does not turn on. What is the MOST likely cause of the power issue? Answer The Windows operating system is faulty and needs to be re-installed. One of the memory modules needs to be replaced. You have been given the incorrect adapter. The hard drive needs to be replaced.
You have been given the incorrect adapter.
Joe, a frequent visitor to a branch office, attempts to connect his tablet to the office wireless network, but is unable to connect to the internet, even though he has verified that the SSID and password are correct. Joe attempts to connect to a coworker's hotspot, but is still unable to connect to the internet. Which of the following is the MOST likely cause of this issue? Answer The connection between the branch office router and internet service provider is down. Joe's tablet has been configured with full device encryption. MAC filtering has been enabled on the branch office wireless access point. Airplane Mode has been set on his tablet.
Airplane Mode has been set on his tablet.
One of your users suspects that the battery in their laptop computer is failing. You test it by using a known good power adapter long enough to receive a full charge. The battery reads that it is fully charged in Windows. You then disconnect the laptop from its power source and wait to see how long the battery lasts. The battery dies after only about 15 minutes. Which of the following actions will MOST likely fix this problem? Answer Put the battery in another laptop to verify that it is, in fact, the battery that is failing. Configure the Power Scheme settings to minimize battery usage. Calibrate the battery to synchronize the power meter to the actual charge capacity of the battery. Assume that the battery is failing and replace it.
Assume that the battery is failing and replace it.
To improve system performance, you have configured a motherboard to run with a higher multiplier than what the CPU is specified to use. Since doing this, the system has become unstable and crashes frequently. Which of the following should you do to restore system stability? Answer Replace the CMOS battery to make sure that the real-time clock has the correct time. Make sure the BIOS firmware supports the overclocking settings you're using. Back off on the overclocking settings until the system runs in a stable manner. Make sure the switch on the power supply is set to the correct voltage.
Back off on the overclocking settings until the system runs in a stable manner.
While trying to start your Windows 11 system, you see the following error message: Could not read from the selected boot disk. Check boot path and disk hardware. Which of the following will MOST likely fix the problem? Answer Boot into the recovery console and run the bootcfg /rebuild command. Boot into the recovery console and run the fixmbr command on the boot volume. Boot into the recovery environment and run the bootrec /rebuildbcd command. Boot into the recovery console and copy the NTLDR file to the boot volume. Boot into Safe Mode and restore to a restore point.
Boot into the recovery environment and run the bootrec /rebuildbcd command.
Six months ago, you purchased a new laptop. Since then, you have noticed that the battery life has steadily gone down. When the battery was new, a full charge lasted about 10 hours. Now you are lucky to get two hours of life before the battery charge level drops below 5 percent. Which of the following is the BEST first step when trying to correct this issue? Answer Clean the contacts on the battery. Calibrate the battery. Buy a new battery. Replace the power meter chip on the battery.
Calibrate the battery.
You have purchased a 1600 x 1200 LCD monitor and connected it to the DVI-I port on your computer using a DVI-D cable. You configure the screen resolution at 1280 x 1024 with 24-bit color. The display output seems to be fuzzy and stretched. Which of the following BEST describes the action you should take to correct the problem? Answer Replace the DVI-D cable with a DVI-I cable. Replace the DVI-I cable with a DVI-A cable. Increase the color depth to 32-bit. Change the screen resolution to the native resolution of the monitor.
Change the screen resolution to the native resolution of the monitor.
You have purchased an LED monitor and connected it to the DVI-I port on your computer using a DVI-D cable. You configure the screen resolution to 1440 x 900 with 32-bit color. The display on the screen seems to be pixilated. Which of the following solutions is MOST likely to fix this problem? Answer Replace the DVI-I cable with a DVI-A cable. Change the screen resolution to 1600 X 1200. Replace the DVI-D cable with a DVI-I cable. Decrease the color depth to 24-bit. Change the screen resolution to the native resolution of the monitor.
Change the screen resolution to the native resolution of the monitor.
As an IT technician for your company, you have been notified that the Windows domain does not seem to be functioning properly. Being familiar with domains, you are fairly confident you know what the issue is. But just to be safe, you take the applicable time to gather additional information and to identify what, if anything, has changed. Which of the following is the BEST next step? Answer Determine the appropriate fix. Identify what has changed. Implement the fix. Create a hypothesis. Gather information.
Create a hypothesis.
You are the manager in charge of maintaining desktop computers. A user reports that she can't turn her computer on. After some investigation, you find that the power supply is malfunctioning. Which of the following actions should you perform next? Answer Fix the problem. Document the problem. Create an action plan. Determine whether escalation is required.
Create an action plan.
A user reports that she can't send print jobs to a specific printer. You are able to reproduce the problem on the user's computer. Which of the following actions should you perform next? Answer Establish a plan of action. Determine whether anything has changed. Determine if escalation is necessary. Establish the most probable cause.
Determine whether anything has changed.
You are troubleshooting a company cell phone that is overheating. Which of the following is the FIRST action you should take to resolve the issue? Answer Determine whether the user has been streaming data. Update the operating system. Determine whether the battery is warped or swollen. Close all applications.
Determine whether the battery is warped or swollen.
A user reports that the projector in the conference room has display issues when it is connected to his laptop. After identifying the cause and completely resolving the issue, the projector displays the images perfectly both on his laptop and on the projector. Which of the following troubleshooting strategies should you perform next? Answer Document the solution. Test the solution. Identify the problem. Establish what has changed.
Document the solution.
You are troubleshooting a malfunctioning LED display on a notebook computer system. As part of your troubleshooting, you attach an external monitor and find that it displays the output from the notebook. Which of the following is MOST likely causing your LED display to malfunction? Answer Failed inverter Failed CCFL Failed backlight Failed video adapter
Failed backlight
Lately, you hear a clicking noise when reading or writing data from the hard disk. What is the MOST likely cause of the clicking? Answer Failed UPS Overheated CPU Bad memory Failing hard drive
Failing hard drive
After installing two memory modules, you power on the system to check for errors. You find that the BIOS program recognizes only one of the memory modules. Which of the following is BEST to try first when troubleshooting this issue? Answer Make sure that both modules are seated properly in their slots. Scan for new devices in Device Manager and enable any disabled memory modules. Change the memory timings in the BIOS to a slower (higher) setting. Reboot the computer and run memory diagnostic tests. Return both modules for a replacement.
Make sure that both modules are seated properly in their slots.
You have just finished upgrading the 250-watt power supply in your desktop computer to a 450-watt power supply. Now the BIOS does not recognize one of the hard disk drives in the system during POST. Which of the following troubleshooting steps is the BEST to try first? Answer Replace the power supply. Use the voltage switch on the power supply to go from 110 volts to 220 volts. Make sure that the hard disk is connected to the power supply. Manually enter the hard disk geometry parameters in the BIOS. Reconfigure the hard disk to utilize the higher-wattage power supply with drive jumpers.
Make sure that the hard disk is connected to the power supply.
An employee submits a support ticket stating that their computer will not turn on. Which of the following troubleshooting steps should you take first? (Select two.) Answer Use a multimeter to test the power supply. Make sure that the keyboard and mouse are plugged in. Make sure that the power cord is plugged in to the wall. Open the computer and replace the power supply. Make sure that the surge protector is turned on.
Make sure that the power cord is plugged in to the wall. Make sure that the surge protector is turned on.
You have just finished upgrading your desktop system's CPU. After running for about 15 minutes, the system spontaneously shuts down. Which steps should you take FIRST to begin troubleshooting the issue? (Select two.) Answer Replace the power supply. Make sure that you used thermal paste for the CPU. Remove any unnecessary components and run the system. Check the power supply voltage switch. Check the CPU fan power.
Make sure that you used thermal paste for the CPU. Check the CPU fan power.
Jared has just installed an additional HDD on his Windows computer for storing multimedia files. He inserts a DVD disc to watch a movie with his usual movie player software, but the movie fails to play. In fact, the player indicates that there is no DVD drive available. What is the BEST first step that Jared should take to resolve the issue? Answer Make sure the movie player is pointing to the correct drive letter for the DVD drive. Open the case and make sure that the DVD drive is connected to the power supply. Eject the DVD disc and re-insert it to make sure the drive is reading the disc properly. Use Device Manager to make sure the DVD drive is being recognized by the system.
Make sure the movie player is pointing to the correct drive letter for the DVD drive.
You have just installed an SSD drive in your older Windows workstation. However, after you start Windows, you do not see the SSD drive listed in Windows Explorer. What should you do FIRST? Answer Use the voltage switch on the power supply to switch from 110 to 220 volts. Configure the jumpers on the SSD drive. Make sure the power connectors on the SSD drive are plugged in all the way. Replace the power supply.
Make sure the power connectors on the SSD drive are plugged in all the way.
You have just built a new system from scratch. You turn the computer on, but the system boot fails and sounds a beep code. Which of the following is the MOST likely cause? Answer New and old memory have been mixed. Incompatible memory was installed. Memory is not installed or is not detected. The system includes unsupported memory.
Memory is not installed or is not detected.
Which tool would you use to measure electrical properties, such as voltage, amps, and resistance? Answer Cable tester Mini electronic combination wrench set Multimeter Network tap
Multimeter
You have a DVD-ROM disc with no label, and you want to know if it has any important files on it. You insert the DVD-ROM into your optical media drive, and you double-click the drive letter to see the disc's contents. Which error message will you see if the DVD-ROM is not a valid disc? Answer No Media Unreadable Missing Foreign
No Media
Which of the following are critical times when memory problems manifest themselves? (Select two.) Answer On the first boot of a new computer After you reconfigure the BIOS/UEFI After cleaning the dust from inside your computer After you remove or install hardware After installing new drivers on your computer
On the first boot of a new computer After you remove or install hardware
An employee calls to complain that their computer is behaving erratically. Some days, it functions correctly, and other days, it crashes frequently. Sometimes, the system won't boot at all. You open the system case and notice the following: Two of the mounting screws are missing from the system hard disk drive. The system uses memory modules from several different manufacturers with mismatched capacities. Several capacitors on the motherboard are bulging and have a brown liquid oozing from them. The chassis fan on the front of the case is oriented to blow air into the system. What should you do? Answer Replace the motherboard. Replace the existing memory modules with matching modules. Reorient the chassis fan to draw air out of the system case. Replace the leaky capacitors on the motherboard. Use additional screws to mount the hard disk drive to the system case.
Replace the motherboard.
You have purchased an LED monitor and connected it to the HDMI port on your computer using an HDMI cable. You configure the screen resolution to 1280 x 1024 with 32-bit color. The geometry of the images displayed on the screen appear to be distorted. What should you do to correct the problem? Answer Set the display resolution to the native resolution of the monitor. Increase the hardware acceleration setting on the video driver. Change the screen resolution to 1400 X 1050. Use a DVI cable to connect the monitor instead of an HDMI cable. Update the video driver to the latest version.
Set the display resolution to the native resolution of the monitor.
You recently upgraded a client's older workstation to Windows 11. The client has called to complain that the interface is very slow. For example, after clicking on the Start button, the Start menu slowly appears on the screen. Which of the following will MOST likely fix this problem without requiring a hardware upgrade? Answer Set the visual effects for best performance. Increase the display resolution. Increase the display's color depth. Increase the hardware acceleration settings.
Set the visual effects for best performance.
After arriving at work, you turn on your computer to begin your day. Instantly, you see smoke and smell a strange odor coming from the computer. Which of the following would be the MOST important action to take first? Answer Open the computer case and look for dust buildup. Shut off the system immediately. Call the IT director. Log in and check Event Viewer.
Shut off the system immediately.
Travis, a long-haul truck driver, reports that when driving on remote highways, his smartphone battery drains faster than normal, and his phone calls often cut out. Which of the following is the MOST likely reason for the fast battery drain? Answer Signal drop or weak signal Limited data plan A defective SIM card Multiple Bluetooth connections
Signal drop or weak signal
A user reports that he is unable to access data on an external hard drive. You investigate the problem and determine that the USB cable connection to the hard drive is damaged. You replace the cable. Which of the following actions should you take next? Answer Determine if escalation is necessary. Test the solution. Document the problem and solution. Create an action plan.
Test the solution.
A user reports that her monitor has stopped working. While troubleshooting the issue, you discover a bad video card in the system. You replace the card and connect the monitor cable to the card. Which of the following actions should you perform NEXT in your troubleshooting strategy? Answer Document the solution. Explain what you did to fix the problem. Test the solution. Implement preventative measures.
Test the solution.
You work at a computer repair store. You have just upgraded the processor (CPU) in a customer's Windows-based computer. The customer purchased the latest AMD Ryzen processor, and you installed it in the computer. But when you power the computer on, you only see a blank screen. Which of the following is MOST likely causing the computer to display the blank screen? (Select two.) Answer The CPU is bad. The CPU is not supported by the BIOS. The power connector for the fan was not connected to the motherboard. The heat sink and fan were not installed correctly. Someone unplugged the computer without performing a proper shutdown first.
The CPU is bad. The CPU is not supported by the BIOS.
You are troubleshooting a malfunctioning laptop computer. Nothing appears on the LCD display when the system is powered on. When you connect an external monitor to the system, the Windows desktop is displayed on the monitor properly. Which of the following is MOST likely causing this problem? (Select two.) Answer The BIOS needs to be updated. The LCD assembly is malfunctioning. The display output has been redirected to the external monitor port using an fn key. A new driver for the video board needs to be installed. The built-in video card is malfunctioning.
The LCD assembly is malfunctioning. The display output has been redirected to the external monitor port using an fn key.
You are troubleshooting a malfunctioning laptop computer system. The customer has indicated that the screen is always dark and difficult to read, even while the system is plugged into a wall outlet. You checked the system and determine that the backlight isn't working. Which of the following is the MOST likely cause of this issue? Answer The wrong AC adapter is being used with the system. The laptop battery is failing and needs to be replaced. The LCD cutoff switch is stuck in the Off position. The laptop video adapter is malfunctioning.
The LCD cutoff switch is stuck in the Off position.
Your projector is displaying the colors on the screen incorrectly. What is the MOST likely reason for this problem? Answer The source computer's resolution settings do not match the projector's resolution settings. A VGA cable was used to connect the computer to the projector. The projector's filter sensor was triggered. The projector driver needs to be updated.
The source computer's resolution settings do not match the projector's resolution settings.
You work in the computer repair department of a large retail outlet. A customer comes in with a workstation that randomly shuts down. You suspect that the power supply is failing. What should you do first to troubleshoot the issue? Answer Use a multimeter to test the power supply's electrical properties. Use a cable tester to check the power supply's connections. Use a known good spare to swap with the existing power supply. Use a power supply tester on the power supply.
Use a known good spare to swap with the existing power supply.
A few of your employees have complained that their computers sometimes shut down spontaneously. You have noticed that these employees all work in a part of the building where the air conditioning does not adequately cool the room. These employees also use CPU-intensive programs. You suspect that the spontaneous shutdowns are caused by overheating. Which of the following is the simplest way to monitor the temperature of these computers' CPUs? Answer Touch the PCs with your hand or fingers. Place thermostats on the PCs at the warmest locations. Place thermostats on the CPUs. View the temperature from within the BIOS.
View the temperature from within the BIOS.
